NICE IEX Workforce Management

NICE Workforce Management

About NICE NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premise enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 22,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies, are .using NICE solutions

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Drive efficiencies and engagement with Workforce Management NICE IEX Workforce Management (WFM) is the most complete and configurable solution on the market. Its depth has attracted the world’s largest and most exacting community of WFM professionals. These companies and individuals value the ability to fine-tune the solution to their specific environment, delivering the greatest forecasting precision and the most engaged employees.

NICE IEX Workforce Management value Our more than two thousand customers and one-and-a-half million end users generally describe the value of NICE IEX WFM across three dimensions:

1. Solution configurabilityA solution tailored to meet the most complex (multi-skilled, multi-site, multi-method) environments

2. Employee engagementDrives accountability by making it easy for employees to own theirschedule, time-off requests, and adherence.

3. Portfolio integrationConnects WFM data to analytics to improve forecasts. Report adherence along with other critical performance KPIs. Raise the visibility of WFM in the organization.

The following pages will showcase some of the most used and valued

features of NICE IEX WFM as they relate to these three areas of value.

Policies management NICE IEX WFM provides the flexibility to set policies to match local regulations and/or company rules. For example, you can set minimum and maximum work rules to balance schedules and work-life balance. Shift policies can be established to sequence the order in which shifts are assigned to employees. Additionally, definitions for time-off policies ( so that employee requests that within guidelines) are auto-approved rather than collected for manual review. By setting clear policies in the solution, the WFM professional can streamline scheduling and automate otherwise time-consuming activities.

Change management Business needs change on a day-to-day basis…contact volumes fluctuate and backlogs can spike. It is in this setting where NICE IEX WFM shines. The WFM professional can immediately re-simulate forecasts to assess the impact of schedule adjustments on coverage and results, then ‘drag-and- drop’ frontline employees from one activity to another to instantly change service levels. With NICE IEX, WFM professionals have the tools to plow through a backlog or service queue in close to real-time.

Solution configurability

Multi-skill simulation Frontline employees are not restricted to one skill set. In fact, most have multiple skills—and can therefore handle different contact and work types. If your technology can only assign them one skill, then your forecasts and schedules are inefficient. Only NICE IEX WFM offers multi-skill simulation, so you can optimize your schedules based on EXACT (not estimated) employee skills.

Multi-scheduling methodology Many WFM solutions favor one scheduling methodology (assignment, bidding, etc.) NICE IEX WFM allows you to select the approach that best suits your operation. Furthermore, rather than impose a single methodology across the organization, you can maintain different scheduling methodologies for different sites or departments. This feature makes NICE IEX WFM ideal for multi-site contact centers and operations deploying WFM across their contact center, back office and branches.

NICE IEX WFM offers you the flexibility to fit forecasting and scheduling to your specific environment. The solution puts maximum control in the hands of the WFM professional, so they can enjoy the confidence of precision forecasting. As business needs and customer demands change, NICE IEX WFM makes it easy to adjust forecasts and service levels in real-time.

Features include:

Real-Time adherence Supervisors can verify that all employees, regardless of work type, are following scheduled assignments. NICE IEX WFM captures real-time data streams from multiple ACDs (Automatic Call Distributors), predictive dialers, multimedia routers, and the employee desktop to give managers a comprehensive view of employee activity—even in blended environments where people handle both inbound and outbound calls and back office work items.

Webstation portal Employees are able to see their schedules, bid for shifts, and request time off by utilizing WebStation Portal. WebStation makes it easy for employees to interact with WFM schedules and data, and it can also be connected to NICE Performance Management and NICE Incentive Compensation Management, so employees can keep tabs on their progress (behavioral and financial).

Employee engagement

A Workforce Management solution can only drive business impact if it is widely adopted. It needs to engage both the WFM professional and frontline users. The configurability of NICE IEX WFM connects with WFM professionals. And its ability to drive accountability and ownership engages frontline users- that is why more than one million users log into NICE IEX WFM every day.

Features include:

WebStation collaboration New features can now be added to the foundation WebStation portal to increase collaboration amongst employees. These include chat, wikis and blogs, managed within WebStation, so employees can easily share ideas and best practices. Webstation collaboration extends to polls that WFM professionals can ‘pop’ within WebStation to ask frontline employees about the reasons for volume spikes, backlogs or other issues, delivering instant intelligence.

Time Off Manager WebStation allows employees to automate time-off and holiday planning. They can view an up-to-date summary of their earned, taken, planned and remaining time off. This feature can also be configured to auto-process requests in batches, or first-come-first-serve, according to company policies and time-off remaining. This feature is unique in that it easily allows employees to take ownership of their schedule.

Availability Points With NICE IEX WFM employees can be rewarded for great performance with Availability Points. The organization can ensure they have covered service requirements and then allow employees to use points to ‘bid’ for their preferred shifts. This scheduling aid can work hand-in-hand with your organization’s rewards and recognition program and allows you to empower top-performing agents.

Real-Time impact Real-time desktop monitoring, in combination with WFM, delivers new insight into employee productivity killers. By connecting NICE IEX WFM to NICE Real-Time Impact, an organization can see how employees are really spending their time, and develop objective measurements to assess real employee efficacy and efficiency..

Incentive compensation management NICE’s flagship compensation managemen solution can be presented via the same portal as NICE IEX WFM. By utilizing this solution, your service and salespeople can see their schedule, their performance and their compensation in one place. Your organization can more easily connect WFM and performance to individual incentives and recognition.

Analytics NICE IEX WFM generates a massive amount of data, NICE’s Analytics solutions can help you use

that data to further fine-tune forecasts. Analytics can help you determine the root cause of repeat calls, high handle times, customer dissatisfaction and other issues that can be partially resolved by changing forecasting algorithms and scheduling different employee skill sets. Ultimately, the end result is that NICE IEX WFM and Analytics work together to deliver a better customer experience at lower cost..SmartSync

NICE IEX WFM offers a set of APIs that allows for seamless data exchange with other contact center, back office and branch applications. SmartSync enables your systems to communicate with one another to reduce manual processes, data entry, risk and cost.

Performance manager module NICE Performance Manager Module (PMM) is a lighter weight version of market-leading NICE Performance Management, designed specifically for NICE IEX WFM. PMM presents every employee in your organization with visibility into their performance across WFM, ACD and Quality metrics. It helps supervisors target their efforts at the people and issues that need the most attention. NICE PMM is a powerful step towards using WFM data to build a performance-driven culture.

Portfolio integrationWorkforce Management is not a point solution—you can unlock a huge amount of value in your organization by making WFM part of a Workforce Optimization platform. It is important to note that NICE IEX WFM integrates with more routers, recording solutions, coaching solutions, and email management systems than any other solution; it is designed to be part of a platform rather than stand alone and generate data in a silo. Ultimately, this connects WFM to larger business initiatives and increases the visibility and impact of the WFM professional.

Here are some of the natural connection points for NICE IEX WFM in your organization:

Customer satisfaction NICE IEX WFM offers the most complete and configurable solution; one that engages employees across the organization. The value of the technology is amplified by NICE’s emphasis on delivery. This is consistently reinforced by third party analysts, where year-after-ye ar NICE is ranked highest on its ability to execute, and on customer satisfaction. At the end of the day, our commitments to innovation and to customer satisfaction are the reason we have the largest global community of WFM fanatics. We would be excited to add you to that passionate community of professionals.